Natwest Gold Visa & Mastercard PPI Complaint

[Bazza]

Re: Natwest Gold Visa & Mastercard PPI Complaint

My dear L'pool, I am very much in favour of your suggestion.
I am, as you know, a great believer in involving our MPs
As always, we think in the same direction.
Bazza, good luck!

Thank-you all as always.

I will keep you posted.

Bazza

[Victoria27]

Re: Natwest Gold Visa & Mastercard PPI Complaint

Great. We shall wait for your update

[Bazza]

Re: Natwest Gold Visa & Mastercard PPI Complaint

Great. We shall wait for your update

Just to let you know, I decided to send another letter to RBS / Natwest highlighting their contradictory comments and apologizing for the mis-understanding on my part regarding pressurised sale but felt that it was not investigated properly.

I have today received the attached response but before I respond should I await details from the SAR team before completing the enclosed questionnaire ?

[johnsandy]

Re: Natwest Gold Visa & Mastercard PPI Complaint

These rejection letters and statement look very similar to the rejections I received from rbs/NatWest

However after 2 years with the ombudsman from May 2012 am now waiting on offers on all 3 credit cards cards

yubi

[Victoria27]

Re: Natwest Gold Visa & Mastercard PPI Complaint

Yes, Bazza, I would wait as long as they did not give you a deadline.
If they did give you a deadline, which I did not notice and not aware of, then, please contact them and explain that you will do that after getting your SAR.
It may clarify more things for you and you may do all the requested paperwork with the knowledge of the existing material and recorded facts, which is much better than doing it "blindly" with the possibility of mistakes.
Another good point is that they messed everything up so much and they, themselves, keep contradicting their own statements, which does work in your favour, of course.
Yes, I would wait for SAR without a doubt.
At the moment they have to admit being wrong with the confusion in their documents.
Let's see what they have available and how it is described you had this insurance in the first place.

[Victoria27]

Re: Natwest Gold Visa & Mastercard PPI Complaint

These rejection letters and statement look very similar to the rejections I received from rbs/NatWest

However after 2 years with the ombudsman from May 2012 am now waiting on offers on all 3 credit cards cards

yubi

Congratulations!
Well done. Now they will pay you as well as paying penalties for being so unreasonable.
They send almost identical generic rejection letters, just changing names at the top of the addresses. They hope that a lot of people will give up and not pursue their cases. Let's prove them wrong

Best,

Victoria

[Bazza]

Re: Natwest Gold Visa & Mastercard PPI Complaint

Yes, Bazza, I would wait as long as they did not give you a deadline.
If they did give you a deadline, which I did not notice and not aware of, then, please contact them and explain that you will do that after getting your SAR.
It may clarify more things for you and you may do all the requested paperwork with the knowledge of the existing material and recorded facts, which is much better than doing it "blindly" with the possibility of mistakes.
Another good point is that they messed everything up so much and they, themselves, keep contradicting their own statements, which does work in your favour, of course.
Yes, I would wait for SAR without a doubt.
At the moment they have to admit being wrong with the confusion in their documents.
Let's see what they have available and how it is described you had this insurance in the first place.

Thanks again V for your comments.

I will await a further response from the SAR department, as I had already submitted a 3rd request for info prior to this letter.

I also again highlighted that they were basing their findings on this conversation when the insurance was already in place 9 years before, in which they had no evidence of and I sent proof showing that it had automatically been added in 1990.

So looking more promising than the last two rejection letters but I will not count my chickens until details received. But there again I had insurances in place in 1990 in which I sent details with my last letter and in the meantime I have located Gold Account package details from 1999 where the application for PPI has not been completed and returned.

There was no deadline given but in the meantime I will still acknowledge receipt and advise that I will respond once conversation information received.

[Victoria27]

Re: Natwest Gold Visa & Mastercard PPI Complaint

I'll wait for your update. Good luck!

[Bazza]

Re: Natwest Gold Visa & Mastercard PPI Complaint

I'll wait for your update. Good luck!

Hi V,

Well this is becoming rather strange now as I today received 3 letters from different RBS / Natwest departments regarding my SAR and Complaint.

The first was from an address in Leicester confirming that all details had been previously sent and there were no telephone conversation details ?

They have no details of my Advantage Gold Packaged Bank Account in which was opened at the same time as the Credit Card was taken out.

The second was from the SAR department confirming the above, even though a while back they mentioned to me that a conversation / notes existed in respect of the insurance being added.

And Thirdly a letter from PPI department in response to my two previous responses to their original rejection, but this time they are asking me to complete another questionnaire purely in respect of the account from 1999 and not 1990 ? Also they are requesting that I recall all details and events when the sale took place.

They have also attached a copy of their calculated PPI amount to be considered, so I will have to check this ?

They now seem to be taking a slightly different approach and ignoring the period from 1990 - 1999, when the previous card was closed and balance transferred to the Gold Card, when the Advantage Gold Account was opened.

I have now located all my package details and inside is an uncompleted insurance application for the relevant credit card.

So do I now complete another questionnaire, not only for the latter account but also a separate one for the previous years ?

Cheers

Bazza

[Bazza]

Re: Natwest Gold Visa & Mastercard PPI Complaint

Further to the above I would also like to add that after another attempt to try and obtain the mentioned telephone conversation details / notes, they have this time completely ignored my request.

Do I submit a complaint to the ICO and RBS / NatWest complaints department ?

Should I also now just submit a completed questionnaire for 1990 onwards not mentioning any recollection of the telephone call ?

[Victoria27]

Re: Natwest Gold Visa & Mastercard PPI Complaint

Hi Bazza, What a strange development.
Well, it is confusing, to put it mildly So many contradictions.

Yes, you can complete new questionnaires anyway, if they decided to consider it all separately.
About your telephone conversation. I think the best, as always, is to tell the truth, which is "I don't remember" Because, that is the case. You do not remember. It is natural, considering how many cases you have and how long ago it was. Just state that you do not remember.
About sending your complaints everywhere! To all those organisations.
Yes, I am afraid, it is the only way in that case. I am by nature a piece maker, not a trouble maker. But in your case, yes, do send your complaints everywhere, because it is not right that you have to spend so much time, efforts and energy to get a refund.

Best,
Victoria

[Bazza]

Re: Natwest Gold Visa & Mastercard PPI Complaint

Hi Bazza, What a strange development.
Well, it is confusing, to put it mildly So many contradictions.

Yes, you can complete new questionnaires anyway, if they decided to consider it all separately.
About your telephone conversation. I think the best, as always, is to tell the truth, which is "I don't remember" Because, that is the case. You do not remember. It is natural, considering how many cases you have and how long ago it was. Just state that you do not remember.
About sending your complaints everywhere! To all those organisations.
Yes, I am afraid, it is the only way in that case. I am by nature a piece maker, not a trouble maker. But in your case, yes, do send your complaints everywhere, because it is not right that you have to spend so much time, efforts and energy to get a refund.

Best,
Victoria

Hi V,

Many thanks for your comments again, always appreciated.

Ok I will just complete the questionnaire and send it.

Yesterday I received another letter from a different person at NatWest to who was originally handling my case, stating that their rejection response 4 months ago was final ???

I have responded today to remind them that there has been further correspondences since then, one which was received from NatWest / RBS apologising for the misunderstanding and to complete a questionnaire and return.

I also stated that I believe that their investigations were not carried out properly as they stated that the insurance was added at a later date, when it was automatically added to a previous card in which was eventually closed and transferred 9 years later !

I will address the insurance issue first, then I will put in a complaint to the banks relevant department for inconvenience, costs and time wasted etc.

I also mentioned that they have just up-held and paid me on a previous claim in which was identical so I believe that they are inconsistent with their decisions.

Again I will keep you posted.

Cheers

Bazza

[Victoria27]

Re: Natwest Gold Visa & Mastercard PPI Complaint

Sounds good to me, dear Bazza.
I shall wait for your update.
Voctoria

[Bazza]

Re: Natwest Gold Visa & Mastercard PPI Complaint

Sounds good to me, dear Bazza.
I shall wait for your update.
Voctoria

Well V today I received a letter from RBS / NatWest up-holding my complaint :tinysmile_twink_t2:

Its just a case of checking figures but all look ok at the moment and then sending acceptance form back within 28 days.

As you are aware by earlier posts my account has arrears so I know they will offset refund against debt outstanding. My question is will the net 8% statutory still be payable to me ?

Cheers

Bazza

[nemesis45]

Re: Natwest Gold Visa & Mastercard PPI Complaint

Yes Bazza.

Yet RBS has been making payments direct to some customers in your situation so wait and see.

nem